Customer LOYALTY
i

Helpful Expertise
i

Company Credentials
i

Phone SURVEY RESPONSES FROM 185 VERIFIED CUSTOMERS
i

Brenda D.

VERIFIED Faxon Garage CUSTOMER

1
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They do quality work, and they have a small business feel in relation to the customer. It is more personal that way, and that is a plus.

I had a flat tire near their shop on a Saturday. They were closing up, but when they saw the situation I was in, they opened back up so they could help me. How great is that? They have great customer service.

Richard D.

VERIFIED Faxon Garage CUSTOMER

2
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are honest. They diagnose the problem correctly and do a good job the first time. They give a written estimate upfront, so that you know ahead of time what they are working on and what it will cost. They have so many customers that they should probably get a bigger shop.

It is a one-stop place. I like their honesty. I like the individual mechanics. When you talk to them, you develop a good working relationship with them. They bend over backwards to help you. Unlike a lot of shops, they don't tell you that you need extra repairs, and they don't drain your money. It is the individual mechanics that originally drew me in. When Walee came in as the new owner, I found that he is as honest and hardworking as the rest of the mechanics. Anything you need, they are there to help you.

Binh V.

VERIFIED Faxon Garage CUSTOMER

3
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They're very friendly, very reliable, and do a very good job.

I like that they're close to my house, only two blocks away, so I can take my car in early in the morning, walk home, and it is easy for me to pick it up later.

Diamond certified VIDEO PROFILE

Diamond certified company PROFILE

Walee Gon, President

Faxon Garage provides a wide range of maintenance and repair services for most types of domestic and foreign vehicles at its San Francisco facility. The company handles heavy-duty jobs such as engine and transmission replacements, and it can also perform pre-purchase inspections on used cars.

President Walee Gon credits much of Faxon Garage’s success to the personalized approach he and his technicians take to interacting with customers, which includes offering honest assessments of their vehicles and providing the best possible solutions for their needs. “It’s very gratifying to help people make the right decisions for their cars,” he says. “Whether it’s related to vehicle enhancements or simple vehicle maintenance, we’re here to help our customers any way we can."

Faxon Garage takes a comprehensive approach to quality control in every aspect of its work, from gathering preliminary information so each customer’s concern is properly addressed to performing a thorough final testing/inspection on every car before it leaves the shop. “We utilize multistage checkpoints to ensure the accuracy of our work and provide detailed assessments of any additional findings,” adds Mr. Gon.

No-Interest Financing Available for Up to 1-Year Through NAPA Auto Care Credit Card

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Faxon Garage

Company Profile

Faxon Garage provides a wide range of maintenance and repair services for most types of domestic and foreign vehicles at its San Francisco facility. The company handles heavy-duty jobs such as engine and transmission replacements, and it can also perform pre-purchase inspections on used cars.

President Walee Gon credits much of Faxon Garage’s success to the personalized approach he and his technicians take to interacting with customers, which includes offering honest assessments of their vehicles and providing the best possible solutions for their needs. “It’s very gratifying to help people make the right decisions for their cars,” he says. “Whether it’s related to vehicle enhancements or simple vehicle maintenance, we’re here to help our customers any way we can."

Faxon Garage takes a comprehensive approach to quality control in every aspect of its work, from gathering preliminary information so each customer’s concern is properly addressed to performing a thorough final testing/inspection on every car before it leaves the shop. “We utilize multistage checkpoints to ensure the accuracy of our work and provide detailed assessments of any additional findings,” adds Mr. Gon.

Company Philosophy

"Our goal is to offer the best possible services at affordable prices so our customers can get back on the road quickly and safely. We strive to establish a long-term relationship with every customer, and the best way to do that is to earn their trust by always being honest and putting their needs first."

Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair companies that have earned the prestigious Diamond Certified award. For Faxon Garage, the key to achieving and maintaining high levels of customer satisfaction is tailoring its services to meet each customer’s specific needs and ensuring their experience is as stress-free as possible. “Simply put, we want our customers to know that we’ll always be able to help them with their cars,” says President Walee Gon. “Our primary goal is to fulfill their needs, and they really appreciate that type of attention.”

Faxon Garage has been providing general maintenance and repair services for most types of domestic and foreign vehicles at its San Francisco facility since 1984. In addition to handling everything from basic suspension work to heavy-duty engine and transmission replacements, the company can tint windows, install audio and security systems, perform pre-purchase inspections on used cars, and more.

Unlike less experienced auto repair companies that base their work solely on the suggestions of vehicle manufacturers, Faxon Garage helps its customers make decisions to increase the value of their cars through performance upgrades and other services. “We think of ourselves as a concierge service for the automotive industry,” says Mr. Gon. “Whether it’s related to enhancements or regular maintenance, it’s gratifying to help our customers make informed decisions that protect their investments.”

Another distinguishing feature of Faxon Garage is its comprehensive approach to quality control throughout every step of the auto repair process, from carefully addressing each customer’s specific questions and concerns to providing detailed assessments of any findings so vehicle owners understand the implications of their repairs. “We also put each car through a multi-stage check and final inspection process once the repairs are completed,” adds Mr. Gon. “Everything we do is designed to ensure our customers have dependable transportation and achieve the lowest cost of vehicle ownership.”

Industry Info

Multi-point inspections are important for maintaining and verifying the safety of your vehicle. Safety is an important concern for every vehicle owner, but true vehicle safety relies on more than just one component. “When most people think of auto safety, the first thing they think of is brakes, but there are several systems that are equally important, if not more so,” says Walee Gon, president of Faxon Garage in San Francisco. “For example, having quality tires that are in good condition is very important for increasing safety. Tires that are in poor condition don’t grab the road as well, so even if you have good brakes, your tires might slide and put you at greater risk of an accident.”
Shocks are another often-neglected aspect of vehicle safety. Worn shocks result in poor suspension, which can contribute to longer braking distances and greater likelihood of a collision. They can also stress a vehicle’s suspension, which causes accelerated wear and tear and leads to eventual damage and failure of essential components. “Components need to be completely replaced once they wear out, and that can be very costly,” says Mr. Gon. “It’s better to address potential shock problems before they cause too much damage.”
When you take your car to an auto repair shop, ask the technicians to carefully inspect each system and pay special attention to the brakes, tires and shocks. If they find any problems or bring up any concerns, make sure you understand the nature of the problem as well as the solution. Some items may not need to be fixed immediately—if so, get a specific idea of when the parts should be repaired or replaced, and ask you mechanic to check those parts between the diagnosis and the expected replacement date. This will cover you in case the parts wear faster than anticipated.

Frequently Asked Questions

Q: How often should I check the air pressure in my tires?

A: At least once a month. Tires can lose pressure at a rate of one or two pounds a month, and that loss can be even greater with temperature fluctuations. Checking the air pressure in your tires is simple to do with a tire gauge. Look for a sticker attached to your car’s doorsill that tells you the recommended air pressure for your front and back tires.

Q: What kind of air gauge should I use to check the air pressure in my tires?

A: Digital tire pressure gauges are the most accurate, but even general gauges will work fine. Regardless of the gauge you choose, it’s important to use it consistently, as different gauges may present different numbers or variances. As long as you consistently check all four tires with the same gauge, your numbers should be accurate. Also, make sure you test air pressure when the tires are cool—if they’re warm, that can change the reading.

Q: How do I know what kind of oil my car needs?

A: Your car’s manufacturer specifies the type of oil you should use, so check your owner’s manual or ask your mechanic. Also, if you add oil between regular oil changes, make sure it matches the viscosity of the oil that’s already in your car (the brand doesn’t matter).

Q: How often should I have my car’s cooling system serviced?

A: You should have your cooling system flushed and refilled every two years, but you should also periodically check the level, condition and concentration of the coolant. A 50/50 mix of antifreeze and water is usually recommended.

DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Walee Gon

Expert CONTRIBUTOR PROFILE

Walee Gon is a 27-year veteran of the automotive industry and president of Faxon Garage, a Diamond Certified company. He can be reached at (415) 830-8930 or by email.

Walee Gon: The Gift

By James Florence, Diamond Certified Resource Reporter

SAN FRANCISCO – Looking back on his life and career, Walee Gon attributes much of his success to the wisdom and inspiration he’s drawn from others, both in person and in print. The sum of these positive influences amounts to what he considers the greatest gift he’s ever received: self-actualization. “This gift has helped me realize my full potential,” says Walee. “It wasn’t given to me by just one person, but rather by several inspiring individuals, including friends, mentors, teachers and authors. I think it’s the best gift I’ve ever received because it showed me what I was capable of and empowered me to achieve it.”

While Walee’s career achievement was bolstered by inspirational influences, his gravitation toward auto repair initially sprang from a simple boyhood fascination. “As a child, I looked at cars as the ultimate toys,” he remembers. “To this day, I consider myself a lover of the automobile.” It’s no surprise that Walee’s first foray into the industry held more than mere financial motivation. “I got my first part-time job while in high school, working at an auto parts store,” he recalls. “In addition to making some extra money, it gave me an opportunity to learn about cars and the industry.”

Just a couple years later, Walee took the knowledge and experience he’d acquired and struck out on his own. “I started an automotive accessories and performance business in 1993, which I ran until 2005,” he explains. “It was at that point I decided to go in another direction and expand to the servicing side of the business. I purchased Faxon Garage, and that’s where I am today.”

A first-generation Chinese immigrant, Walee came to the United States at a young age and was raised in San Francisco, where he still lives with his wife, Betty, and their children, Kenneth and Olivia. “We’re a very classic American family,” he says. As busy as his work keeps him, Walee says family remains his top priority. “I try to take every opportunity I have to spend time with my kids. I even play racing video games with my son, though I’ll often slip in some educational points about the automotive industry.”

Following from his gratitude for the positive influences in his life, Walee says one of the things he enjoys most is sharing the gift with others. “I really enjoy working with people and seeing them develop and realize their potential. Every chance I get, I try to find ways to invest in my fellow teammates at the shop.” Walee’s penchant for empowering others also informs his thoughts about future retirement. “People have different definitions of retirement, and in my case, it doesn’t mean going off somewhere to relax and do nothing for the rest of my life,” he says. “Rather, I would invest more time into supporting the people in my life and being there to offer a helping hand.”

Ask Me Anything!

Q: What was your first car?
A: A 1978 Ford Fairmont.

Q: If you could drive any car, what would it be?
A: I would like to drive a car that’s more comfortable than fancy, like a Mazda MX-5 Miata.

Q: If you had a theme song, what would it be?
A: “One Moment in Time” by Whitney Houston.

Q: What’s your favorite season and why?
A: Either spring or fall, because I like the temperature.

Q: Who do you think is the best James Bond?
A: Sean Connery, although Pierce Brosnan is a close second.

Q: What’s your favorite book?
A: It’s a three-way tie between The 7 Habits of Highly Effective People by Steven R. Covey, How to Win Friends and Influence People by Dale Carnegie, and You Can Sell Anything by Gary Goodman.

Expert articles

How to Maintain Your Tires

by Walee Gon, a Diamond Certified Expert Contributor

SAN FRANCISCO — Tires are a vital component of any vehicle, which is why keeping them properly maintained is so important. In addition to optimizing both fuel economy and the tires’ lifespan, properly maintained tires ensure maximum safety on the road.

One crucial aspect of tire maintenance is proper inflation. Low pressure can decrease the life of your tires by as much as 20 percent, as well as increase your vehicle’s fuel usage and braking distance. Use a tire pressure gauge to check your tires’ current air pressure (Psi). Compare the reading on the gauge to the manufacturer-recommended Psi, which can be found both on the driver’s side door jamb and in your vehicle owner’s manual. If the Psi is low, add some air to your tires.

Another important aspect of tire maintenance is knowing when to have them replaced. All modern tires are manufactured with wear indicators built into the tire tread. With a new tire, the indicator is recessed inside. As the tire wears, this indicator starts to become visible and eventually reaches a point that lets you know it’s time for a replacement. Having worn tires replaced is critical for road safety, especially during winter, when tires’ wet weather traction can be compromised.

When replacing a set of tires, it’s important to put the new ones on the rear of the vehicle. Older tires are more prone to lose traction, and when a rear tire loses traction, it can send the car spinning. If one of the front tires loses traction, however, the steering wheel will give you more control of the situation.

Maintaining Your Shocks

by Walee Gon, a Diamond Certified Expert Contributor

SAN FRANCISCO — A car’s tires may be “where the rubber meets the road,” but another important aspect of a vehicle’s traction is its shocks. Unfortunately, unlike tires, shocks tend to be overlooked, which is why the first time you typically hear about them is when they’re leaking, at which point they’re already well beyond their useful lifespan. However, due to the critical part they play in vehicle operation, it’s important to be proactive about inspection and replacement.

Most people think shocks are primarily there to make driving more comfortable, but in reality, they have a far more versatile function. For example, shocks’ role in controlling vehicle body movement also translates to safety and stability while driving, which is why worn-out shocks are actually a safety concern. Also, when shocks are no longer functioning properly, it often results in premature wear of other vehicle components and ultimately leads to expensive repair bills. So, to ensure comfort, safety and optimum performance, ask your mechanic to inspect your shocks on a recurrent basis.

Expert video tip

Video: Tire Maintenance and Replacement

Complete Video Transcription:

SAN FRANCISCO — Host, Sarah Rutan: To keep your car safely on the road, you’ll need to know how to properly maintain and care for your tires. Today we’re in San Francisco with Diamond Certified Expert Contributor Ricky Naguyo of Faxon Garage to learn more.

Diamond Certified Expert Contributor, Ricky Naguyo: In regards to tire inflation, a low tire pressure can decrease the life of your tires by 20 percent or more. Incorrect tire pressure can increase your stopping distance; which means, when you step on the brakes to come to a stop, it’s going to take you longer to stop the vehicle. Now, proper tire inflation can be found either in the driver’s door jamb or in your owner’s manual.

Now, most tires these days – actually, all tires these days are built with a wear indicator into the tread. This is a new tire, and the wear indicator is recessed inside. Now, as the tire wears, you start to compromise wet weather traction, and the tread goes lower and lower, and this indicator comes out of the tire or is at the top of the tire.

This old tire shows that here. Here’s the wear indicator of this old tire, and that wear indicator is at 2/32 of an inch. This is also where the manufacturer says it’s time to replace the tire, as well as your wet weather traction is compromised.

Now, if you’re replacing two tires, you want to put the two new tires in the rear of the vehicle. Why? Because a rear tire which loses traction can spin – can send the car spinning; whereas, losing traction in the front, you can keep your vehicle safe with the steering wheel.

Video: Maintaining Your Shocks

with Walee Gon of Faxon Garage

Complete Video Transcription:

SAN FRANCISCO — Host, Sarah Rutan: Even though they’re commonly overlooked, shocks play a critical role in vehicle safety and performance, which is why proactive maintenance is a must. Today we’re in San Francisco with Diamond Certified Expert Contributor Walee Gon of Faxon Garage to learn more.

Diamond Certified Expert Contributor, Walee Gon: Hi. Today I’d like to speak with you about the shocks on the vehicle. Now, we did a segment earlier regarding tires and the old saying says where the rubber meets the road. That is essentially where the most important safety, or traction, of the vehicle is the tires.

The second item is the shocks. Now, a lot of shops don’t emphasize the importance of shocks. The usually mention it when it actually is leaking and that’s way past their useful life. Shocks play a very important role in controlling vehicle body movement and that plays a huge difference in safety and stability while driving. That can lead to many safety issues.

Secondly, worn shocks can be a catalyst of increasing the wear of many other vehicle components and that can lead to very expensive repair bills. And I’m sure that most of us only think that shocks provide comfort but, keep in mind, there’s a lot more than that. And we want you to be safe with you and your passengers. Have a great day.

Host, Sarah Rutan: To learn more from local top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

COMPANY CONTACT

Faxon Garage

Diamond Certified RATINGS ON Faxon Garage

Rated Highest in Quality and Helpful Expertise

Faxon Garage

185 SURVEYS

RATING

6 CONSECUTIVE YEARS SINCEJune 2012CERT1873

DIAMOND CERTIFIED PERFORMANCE GUARANTEED

Diamond certified ratings dashboard

CUSTOMER SATISFACTION
i

Customer LOYALTY
i

Helpful Expertise
i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials
i

Workers Compensation

Liability Insurance

License Verification

Business Practices

Current Complaint File

Phone SURVEY RESPONSES FROM 185 VERIFIED CUSTOMERS
i

Faxon Garage:
Average 9.0 out of 10 based on 185 unique customer surveys of customer satisfaction.

Brenda D.

VERIFIED Faxon Garage CUSTOMER

1
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They do quality work, and they have a small business feel in relation to the customer. It is more personal that way, and that is a plus.

I had a flat tire near their shop on a Saturday. They were closing up, but when they saw the situation I was in, they opened back up so they could help me. How great is that? They have great customer service.

Richard D.

VERIFIED Faxon Garage CUSTOMER

2
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They are honest. They diagnose the problem correctly and do a good job the first time. They give a written estimate upfront, so that you know ahead of time what they are working on and what it will cost. They have so many customers that they should probably get a bigger shop.

It is a one-stop place. I like their honesty. I like the individual mechanics. When you talk to them, you develop a good working relationship with them. They bend over backwards to help you. Unlike a lot of shops, they don't tell you that you need extra repairs, and they don't drain your money. It is the individual mechanics that originally drew me in. When Walee came in as the new owner, I found that he is as honest and hardworking as the rest of the mechanics. Anything you need, they are there to help you.

Binh V.

VERIFIED Faxon Garage CUSTOMER

3
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They're very friendly, very reliable, and do a very good job.

I like that they're close to my house, only two blocks away, so I can take my car in early in the morning, walk home, and it is easy for me to pick it up later.

B.G.P.

VERIFIED Faxon Garage CUSTOMER

4
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would say the guy I dealt with was honest, fair, and quick.

The few times I was there I told them the problem. They really understood what I was talking about. They didn't try to make money off of small things. I got the feeling he was just there to help me. They were honest about telling me what was fair and not fair. I will definitely be going back.

U.W.

VERIFIED Faxon Garage CUSTOMER

5
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They seemed to do good work.

I don't know.

D.A.

VERIFIED Faxon Garage CUSTOMER

6
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

Go to them for tires, chemicals, or oil.

The customer service

F.F.T.Y.

VERIFIED Faxon Garage CUSTOMER

7
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

A trustworthy, local mechanic

They have been around for a long time, and they take care of me all the time.

Erika L.

VERIFIED Faxon Garage CUSTOMER

8
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They're always looking to do right by their customer. They are reasonably priced, and the quality of the work is excellent.

The quality of the work is very good.

Theresa J.

VERIFIED Faxon Garage CUSTOMER

9
of
185

Quality 10

1010

Loyalty
No

CRITIQUE

It's a good place.

I don't even know. It was a while back.

Albert D.

VERIFIED Faxon Garage CUSTOMER

10
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They know what they are doing, and they take care of you. They get it done in a timely fashion.

Their customer service, they keep you updated, and they will tell you what is wrong. They will not try to upsell you.

Allison W.

VERIFIED Faxon Garage CUSTOMER

11
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I don't know.

They were nice.

Jackson R.

VERIFIED Faxon Garage CUSTOMER

12
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They charge very fairly. They don't overcharge. I trust them, and they have fair estimates.

The fairness of the pricing

Madison O.

VERIFIED Faxon Garage CUSTOMER

13
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They have reasonable prices and are reliable.

They're convenient.

Cathy P.

VERIFIED Faxon Garage CUSTOMER

14
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

Walee treats everyone fairly. He explains the problems. As a woman, I can count on him to not rip me off. He is an honest businessman.

Probably the convenience, and that he is always willing to help, my whole family goes there. I have been very happy.

Cesar M.

VERIFIED Faxon Garage CUSTOMER

15
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would tell them that it is a good place to go.

The service is good. I like it.

Chuck B.

VERIFIED Faxon Garage CUSTOMER

16
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They make a point of understanding exactly what you need done.

They are local for one thing, and the work in always done on time.

Gregory R.

VERIFIED Faxon Garage CUSTOMER

17
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would tell them not to look at the physicality of the place. They should focus instead on the people who run it, the quality of the service, and the work that they do. Their prices seem to be competitive and reasonable.

I like the friendliness of the staff and the pricing structure.

Mark W.

VERIFIED Faxon Garage CUSTOMER

18
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I would give them the highest recommendation. They are very concerned with quality and always do their best work at a reasonable price.

I appreciate the peace of mind. They are doing a great job.

Mike F.

VERIFIED Faxon Garage CUSTOMER

19
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

They're reasonable and timely. They give great service and are open to walk-ins.

Their communication, they were really upfront on what needed to be done and provided updates on the car.

Ray K.

VERIFIED Faxon Garage CUSTOMER

20
of
185

Quality 10

1010

Loyalty
Yes

CRITIQUE

I don't know. I guess I would recommend that people talk to them and see if they'd like to get their car serviced there.